KECOMSOFT 
Call center leader
A full-time leader for your team alone: daily operations, KPIs and quality, so you never micromanage from afar.
Every rate already includes a team lead who reviews quality and covers absences. As a team grows, though, someone has to do that job full time and for your account alone: open the shift, watch the queue while it is happening, listen to calls, sit down with the agent who is slipping and tell you the truth on Friday. Without that, it lands on whoever on your side has the least time for it — usually late at night, from a dashboard that only shows what already went wrong.
What we cover
Take the whole function or just the queues that hurt. You decide the scope.
Running the day
Pre-shift huddle: what changed, and what to watch for today Watching the queue in real time, while it is still happening Moving people around when the volume moves Absences and shift cover Escalations taken off the agent and answered
Coaching and quality
Call and ticket audits against your criteria, not ours A one-to-one every week with every agent Live listening, side by side with the agent A written improvement plan for anyone below target Calibration with your team, so both sides score the same way
Schedules and attendance
Shift planning against your coverage windows Attendance, punctuality and break discipline Holidays and absences against a calendar we both sign Ramping the team up and down when your season moves
Reporting and escalation
Daily performance snapshot Weekly quality scorecard Monthly attrition, hiring and training update Underlying problems reach you with the evidence, not the symptom
The team itself
Onboarding and training the new agents on your account Keeping the knowledge base current as your policies change Morale, recognition, and spotting who is about to leave Handover notes when someone comes off the account
1 / 5 — Running the day
How your team gets built
The same three steps for every engagement. You keep control of quality throughout.
- 01
We map the work
Volumes, channels, tooling and what good looks like. No guesswork on scope.
- 02
We staff and train
We match pre-screened agents to your profile and train them on your product, not on a generic script.
- 03
We run and report
Daily queues, weekly quality reviews and a monthly report you can take to your board.
What we commit to
Not projections. Commitments we write into the agreement.
The same leader on your account, with a named backup for absences, dedicated to it. Never shared with another client, never rotated without telling you.
One leader per eight to fifteen agents. Past that, coaching turns into firefighting, and we will say so rather than stretch the number to win the deal.
The targets are yours. We do not invent a scorecard — we run against the one you set, and we tell you when we think it is measuring the wrong thing.
Reporting on a fixed rhythm: a daily snapshot, a weekly quality review and a monthly look at attrition and hiring. Same day, same format, whether the week went well or badly.
Common questions
How many agents does one leader cover?
Eight to fifteen, depending on how complex the work is and how many escalations come through. Thirteen is the number we plan around. We will go higher if you ask, but past about eighteen the coaching stops happening and only the firefighting is left — at that point you are paying for a leader and getting someone who watches a queue.
Do we actually need one?
Below eight agents or so, usually not: at that size the team lead included in every rate already covers supervision, quality and absences, and we would rather say so than sell you a layer you do not need. A leader of your own starts paying for itself when the team grows past that, or when you want someone full time who knows only your account.
Who does the leader answer to?
You on the numbers, us on the employment. You set the targets and the priorities, and the reports come to you directly. We handle the contract, the payroll, the equipment and the cover while they are on holiday — so you get a supervisor without becoming an employer in another country.
Is the leader remote as well?
Yes. The whole operation is remote, the leader included: there is no floor to walk around. The supervision happens where the work does — in the queue, in the recordings, in one-to-one calls and in a shared channel your team can reach directly.
Tell us what's piling up
Send us your volumes and channels. We will come back with a staffing plan and a number, not a brochure.
Let's talk